Our responsibility

ZenMarket.jp offers services of proxy buying and forwarding of goods from Japanese online marketplaces. We are responsible for helping our customers find desired items, advisory services concerning items, billing for goods, communication with sellers, receiving and storing purchased items, consolidation and repacking, and sending items to the end customer.

We are responsible for a purchased item from the moment it arrives at our warehouse until the moment when it leaves our warehouse. In case of an unforeseen situation we try our best to protect our clients. However, ZenMarket is not responsible for the acts of sellers, such as delays, the item not matching the description on their website, or delivery of broken or incorrect items. Our staff will help you to communicate with sellers to resolve disputes, but we do not guarantee positive results. If you buy new items from Japanese online marketplaces, such situations are very rare, but if you are worried about the condition of purchased items we recommend you use our item photo service before shipping internationally.

Our company is not responsible for any possible damages or losses of your item during domestic or international delivery. In this event, claims should be addressed to the relevant transportation company. We are not responsible for delays which may occur due to customs procedures of your country.

We are constantly improving automatic translation, however we are not responsible if customers mistakenly purchase any products due to incorrect translations of product descriptions from Japanese to English or other languages. If you have any doubts about any descriptions please contact our staff.

We are not responsible for acts of other parties, who with our without your permission accessed your account.

If our company is responsible for an item's damage or loss, we will refund the losses to the customer. The refund amount may not exceed the price of the purchased product.